Transit Safety Ambassador

Position Specific Summary

Transit Safety Ambassador at the City of Tucson within the City Manager’s Office, is responsible supporting people experiencing homelessness and assisting in a variety of City programs including housing navigation, permanent supportive housing, and assessment services.

This position provides a visible presence within the transit system by delivering outreach and navigation services, supporting rider engagement, promoting safe and appropriate use of transit facilities, and assisting in the prevention and deterrence of activities that impact transit operations.

Work is performed under the supervision of the Multi-Agency Resources Coordinator. This position does not supervise.  

Duties and Responsibilities

• Conducts field-based outreach and engagement with individuals at transit stops, transfer centers, and on buses to connect individuals to appropriate services.

• Provides navigation assistance by linking individuals to shelter, housing, behavioral health services, substance use treatment, and other community resources.

• Builds rapport with individuals experiencing homelessness or in need of services using a trauma-informed approach to support engagement and service connection.

• Research available housing and service resources and assist individuals with accessing appropriate programs and referrals.

• Promotes appropriate use of transit facilities by engaging individuals not utilizing transit services and providing education, redirection, and resource information.

• Maintains a visible presence in assigned transit locations to support safety, improve rider experience, and assist in the prevention and deterrence of behaviors that impact transit use.

• Addresses behaviors impacting transit operations, including extended loitering, unsafe activities, or misuse of transit spaces, through engagement and coordination with appropriate partners.

• Acts as a liaison between the transit system, community members, service providers, and partner agencies to support communication and coordination.

• Responds to service requests and coordinates with City departments, transit staff, and community organizations to address identified needs.

• Provides customer service to transit riders, including directions, route information, and general Sun Tran system assistance.

• Observes and reports safety concerns, service disruptions, and maintenance issues to appropriate personnel.

• Utilizes de-escalation techniques to address low-level conflicts and support a safe and respectful transit environment.

• Supports compliance with transit rules and expectations through engagement and education.

• Coordinates with Sun Tran security personnel and the Tucson Police Department when situations require additional response or enforcement action.

• Documents outreach contacts, service referrals, and field activities in designated systems, including entering and updating information in HMIS when appropriate.

• Monitors assigned transit locations identified through data analysis, including high-activity stops, routes, and transfer points.

• Adjusts daily assignments and deployment based on operational needs, emerging trends, and supervisor direction.

• Maintains communication with outreach teams, transit operations, and other City departments.

• Assists with outreach efforts, events, or initiatives related to homelessness and community services when applicable.

• May transport or accompany individuals to service providers, appointments, or referral locations in accordance with department guidelines.

• Performs all other duties and tasks as assigned.

Working Conditions

Ability to work in a typical office environment and areas inhabited by unsheltered people include dirty and outdoor environments.
 

Indoor and outdoor work with some exposure to physical, ergonomic, or emotional hazardous environment.

Works a flexible schedule, including evenings and weekends, to support seven-day program coverage.

This position is highly flexible and allow individuals to work within a range of community and office settings.  May be required to work evenings and weekends